01 - ADM 201 SP 13 Study Notes

Notes from Administration Essentials for Admins June 17, 2013

Contents 1

Administration Essentials for New Admins ........................................................................................... 5 1.1

Overview ....................................................................................................................................... 5

1.1.1

Administration Responsibilities ............................................................................................ 5

1.1.2

Update Chatter Profile .......................................................................................................... 5

1.1.3

Objects in Salesforce ............................................................................................................. 5

1.1.4

Salesforce Objects and Relationships ................................................................................... 6

1.1.5

Salesforce Tabs and Apps...................................................................................................... 6

1.1.6

Salesforce Tour...................................................................................................................... 6

1.1.7

Salesforce Training Portal ..................................................................................................... 6

1.2

Getting Your Organization Ready for Users .................................................................................. 7

1.2.1

The Big Picture ...................................................................................................................... 7

1.2.2

Global Settings: Company Profile Settings ........................................................................... 7

1.2.3

Global Settings: UI Settings .................................................................................................. 8

1.2.4

Global Settings: Calendar Settings ....................................................................................... 9

1.2.5

Global Settings: Search Settings ......................................................................................... 10

1.2.6

Global Settings: Chatter ..................................................................................................... 10

1.3

Setting Up and Managing Users.................................................................................................. 11

1.3.1

The Big Picture .................................................................................................................... 11

1.3.2

User Profile.......................................................................................................................... 11

1.3.3

Manage Users ..................................................................................................................... 12

1.4

Security and Data Access ............................................................................................................ 13

1.4.1

The Big Picture: ................................................................................................................... 13

1.4.2

Object Access: ..................................................................................................................... 13

1.4.3

Record Access: .................................................................................................................... 14

1.5

Customization: Fields .................................................................................................................. 18

1.5.1

Standard Fields .................................................................................................................... 18

1.5.2

Custom Fields ...................................................................................................................... 19

1.5.3

Create Picklists .................................................................................................................... 19

1.5.4

Create Lookups ................................................................................................................... 20

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1.5.5

Custom Formula Fields........................................................................................................ 20

1.5.6

Page Layouts ....................................................................................................................... 21

1.5.7

Maintain Data Quality ......................................................................................................... 21

1.5.8

Customizing Activities ......................................................................................................... 22

1.6

Managing Data ............................................................................................................................ 22

1.6.1

The Big Picture: Salesforce.com has several data management capabilities: ................... 22

1.6.2

Import Wizards.................................................................................................................... 22

1.

Background ................................................................................................................................. 22

2.

CSV File ........................................................................................................................................ 23

3.

Preparing the Import File ............................................................................................................ 23

4.

Additional Import Considerations ............................................................................................... 23

5.

Matching Fields and Duplicates .................................................................................................. 23

1.6.3

Account Data ....................................................................................................................... 23

1.

Salesforce Id ................................................................................................................................ 23

2.

Data Loader ................................................................................................................................. 23

3.

Data Import: Best Practices ........................................................................................................ 24

1.6.4 1.

Data.com Capabilities ......................................................................................................... 24

Description .................................................................................................................................. 24

1.6.5

Social Accounts and Contacts ............................................................................................. 24

1.6.6

Mass Transfer Records ........................................................................................................ 25

1.6.7

Backup Data ........................................................................................................................ 25

1.6.8

Delete Bad Data from the Import ....................................................................................... 25

1.7

Reports and Dashboards ............................................................................................................. 25

1.7.1

The Big Picture .................................................................................................................... 25

1.7.2

Report Basics ....................................................................................................................... 25

1.7.3

Custom Reports................................................................................................................... 26

1.7.4

Adding a Chart to a Report ................................................................................................. 27

1.7.5

Printing and Exporting Report Results ................................................................................ 28

1.7.6

Dashboards ......................................................................................................................... 29

1.7.7

Extending Salesforce Analytics............................................................................................ 31

1.8

Automation ................................................................................................................................. 31

Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 3 of 34

1.8.1

The Big Picture .................................................................................................................... 31

1.8.2

E-mail Administration ......................................................................................................... 31

1.8.3

Folders and Folder Security ................................................................................................ 31

1.8.4

Email Templates .................................................................................................................. 31

1.8.5

Troubleshooting Permissions .............................................................................................. 32

1.8.6

Workflow............................................................................................................................. 32

1.8.7

Automating Leads ............................................................................................................... 33

1.8.8

Automating Cases ............................................................................................................... 33

1.8.9

Preparing for Web-to-Lead or Web-to-Case ....................................................................... 34

1.8.10

Create Custom Fields .......................................................................................................... 34

1.8.11

Create Queues .................................................................................................................... 34

1.8.12

Create Assignment Rules .................................................................................................... 34

1.8.13

Create Auto Response Rules ............................................................................................... 34

Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 4 of 34

1 Administration Essentials for New Admins 1.1 Overview 1.1.1 Administration Responsibilities 1. 2. 3. 4. 5. 6. 7. 8.

Know the main features in Salesforce Know how to navigate around the system Manage users and deal with login issues Manage data and maintain data quality Build reports and dashboards Set up currencies Create profiles and a role hierarchy Create custom fields and page layouts

1.1.2 Update Chatter Profile 1. Login to Salesforce.com 2. Click Name at the top of the Homepage, or anywhere his name appears to access and update one’s Chatter Profile information. 3. Click on “Update Photo” and select a photo, and then set the thumbnail portion. 4. Update the “About Me” by click on the pencil and then hit save. 5. Click name at the top of the user interface and select “Setup”. In the “Personal Setup” the following sub-sections exist: a. My Personal Information b. E-mail c. Import d. Desktop Integration e. My Chatter Settings – this is where chatter e-mail notifications can be set.

1.1.3 Objects in Salesforce 1. Definition: An object is a table of data containing records. 2. Standard Objects: Accounts, Contacts, Opportunities, Cases, Solutions, Campaigns, Leads. 3. Accounts: Organizations, Companies or Consumers. Can also be used for Partners, Competitors or Government bodies. Have related contacts, opportunities and cases. 4. Contacts: Individuals associated with accounts. Have related cases. 5. Opportunities: Potential sales associated with accounts, make up pipeline and forecasts. Associated with contacts. 6. Cases: Customer feedback, problems, or questions. Used in a support environment. Associated with accounts and contacts. Used to resolve issues. 7. Solutions: Descriptions of customer issues and resolutions. Associated with cases. 8. Campaigns: Marketing projects. Related leads and contacts show as campaign members. Have related opportunities.

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9. Leads: Individuals interested in your products or services. Associated to one or more campaigns. Converted into Accounts, Contacts and Opportunities.

1.1.4 Salesforce Objects and Relationships 1. Structure: Parent records have related (child records). 2. Navigation: Each type of related record is accessed via a link at the top of a parent record. Click or hover over the link to see the particular related records of that type. If one drills into the related record, one can navigate back to the parent by clicking on the parent record link, which is displayed among the fields on a related record.

1.1.5 Salesforce Tabs and Apps 1. Parent Records can be accessed through tabs across the top of the screen. Users can choose which tabs appear, based on what’s been made available to them. 2. Apps are collections of Tabs, or objects which are accessible to a user. Apps are selected from the Force.com menu, which is in the upper right hand side of application.

1.1.6 Salesforce Tour 1. Homepage has: a. Updates for records and people he follows. b. Dashboard figures c. Tasks d. Calendar e. Sidebar: Recent Items (up to 10), Custom Links and Messages and Alerts. Can hover over to see pop-up summary. Sidebar is visible on any tab. f. Tabs for all available records. g. Force.com menu with different apps. 2. Object Tab a. Recent Records he viewed or created b. Views: All, My, New, Recently Viewed or custom views. c. Letters allow users to drill into records whose name begins with the letter (e.g. Accounts beginning with “A” would be viewed by selecting “A”). d. Related records (e.g. for Accounts, related records are Contacts, Opportunities, etc.)

1.1.7 Salesforce Training Portal 1. 2. 3. 4. 5.

A “Help and Training” link exists at the top of the user interface. Help includes a search bar, quick links, top support questions and a knowledge base. Gadgets give quick access to specific resources Take Training to see available online and instructor-led training. The “Contact Support” link is to contact Salesforce.com for additional help.

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1.2 Getting Your Organization Ready for Users 1.2.1 The Big Picture 1. User Records 2. User Profiles 3. Global Settings: This is the subject of this training section (Getting Your Organization Ready for Users) a. Company Profile Settings b. UI Settings c. Calendar Settings d. Search Settings e. Chatter

1.2.2 Global Settings: Company Profile Settings 1. Company profile is a collection of information about a company, mostly captured at contractual sign-up. There are three areas of a Company Profile: a. Company Information b. Financial Information c. Support Information. 2. Company Information includes the following information a. Name and Address b. Primary Contact c. Default Locale Settings (Locale, Language and Time Zone) i. Locale determines how dates, times, numbers and names are displayed ii. Language determines the language in the user interface and in the Help & Training iii. Time Zone determines the time zone used for event start and end times, and in Date/Time fields iv. In an international organization, default settings are inherited for newly created user records. d. Default Currency e. Storage used f. Licenses available 3. Financial Information includes the following information: a. Fiscal Year – Determines what start and end dates are used in reports and forecasts. b. Currencies – Determines how currencies are displayed on Opportunities i. Multiple currencies is a feature that must be enabled. Multiple currencies exist at multiple levels: 1. Corporate (default) currencies 2. Personal (user) currency can be set to allow a user to see values in their personal currency. Default currency for a user is the corporate currency. Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 7 of 34

3. Record currency can be set to allow a particular opportunity to be set in a currency other than the corporate currency. Default currency for a record is the personal/user currency. ii. Multiple currencies by default have a single exchange rate per currency. The conversion is based on a conversion from the default corporate currency, and this conversion rate can be set. Anytime this single exchange rate is changed, it is automatically reflected on any record with that currency. iii. Advanced Currency Management allows dated exchange rates. This allows opportunities to fix their value based on the exchange rate that has a date before the opportunity’s close date. 4. Support Information includes the following information: a. Business Hours b. Holidays 5. Navigation: User menu (upper right)->Setup->Administration and the following submenus/pages: a. Company Information b. Manage Currencies c. Fiscal Year d. Business Hours e. Holidays f. Language Settings

1.2.3 Global Settings: UI Settings 1. User interface settings are global settings that let you configure the way all users interact with Salesforce and their data. User Menu|Setup|Customize|User Interface. 2. Sidebar Settings: a. Show Quick Create – Adds a panel of fields on the Leads, Accounts, Contacts and Opportunities. b. Enable Hover Details – Gives users a mini-record view when they hover over an item in Recent Item c. Enable Collapsible Sidebar – allows users to collapse the sidebar to give users with less screen space the ability to view more data. 3. Record Detail Page Settings: a. Enable Collapsible Sections – allows users to collapse certain record detail sections, reducing the need to scroll. b. Enable Hover Details – Gives users a mini-record view of a detail record when they hover over a lookup. c. Enable Related List Hover – Gives users a hover over view of the records in a related list. d. Enable Inline Editing – Gives users the ability to edit a record on the record detail page directly, without clicking on the edit button. 4. List View Settings:

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a. Enable inline editing – Gives user the ability to edit a record in the list view directly, but only when Enable Enhanced Lists is enabled b. Enable Enhanced Lists – Gives users the ability to switch between traditional list views or a Chatter view, displaying recent Chatter for the records in the list. Users can also select and edit multiple records at the same time. c. Enable Printable List Views – Allows users to have the ability to generate printer-friendly views of their lists. 5. Tasks, Events and Emails in Salesforce a. Tasks are to-do items. b. Events are calendar items. c. In Salesforce, both Tasks and Events appear in the Activities lists. There are two activities lists: Open Activities (uncompleted) and Activity History.

1.2.4 Global Settings: Calendar Settings 1. Calendar Settings in Salesforce - Calendar settings are accessible in two different areas of the setup menu: a. User Menu|Setup|Customize|User Interface. Settings available: i. Enable Home Page Hover Links for events allows event details to pop-up upon hover-over, without having to click into the view. ii. Enable Drag-and-Drop Editing on Calendar Views – enables events to be dragged and dropped on the calendar. Only available for single user daily calendar views. iii. Enable click and create events – enables events to be created directly in the calendar. iv. Enable drag and drop scheduling on List Views – enables records from list views to be drag and dropped onto the calendar views. v. Enable hover links for My Tasks list allows users to view task details without clicking on a task record. b. Your Name|Setup|Customize|Activities|Activity Settings – many settings, some key ones highlighted in training: vi. Show Event Details on Multi-User Calendar View – allows user to hover and view detail found in other user’s calendar views. However, does not override calendar shares set up. vii. Enable multi-day events allows users to create events that last an entire day or multiple days. viii. Meetings that were requested by a user can be viewed in the “Show Requested Meetings” in the Calendar section. ix. Show Custom Logo in Meeting request e-mails x. Allow up to 10 contacts to tasks and events. b. In Salesforce, both Tasks and Events appear in the Activities lists. There are two activities lists: Open Activities (uncompleted) and Activity History.

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1.2.5 Global Settings: Search Settings 1. Configure User’s Search Abilities a. Set the number of results: default is 25 records shown in results page. This can be set per object to any number between 5 and 50. b. Add up to 10 filters per object c. Add, remove, or re-order columns in the result set d. Enable “Limit to Items I own” search checkbox allows users to narrow their results. If disabled, ensure that users always see all results. 2. Creating List Views to help users search a. List views are i. Filtered lists of records ii. Can be saved for future use iii. Allow filter for specific fields iv. Specify which users have access to the list view v. Can easily be printed and vi. Have inline editing enabled vii. Are chatter enabled viii. Basically a pre-defined or saved query ix. Easy to access from the “View” drop down where other, standard lists are available such as “All Accounts” or “My Lists”

1.2.6 Global Settings: Chatter 1. Chatter is secure and works in accordance with all of the security and permission settings in Salesforce Organization. 2. Enabled at the global setting throught he following menu: User Menu|Setup|Customize|Chatter|Settings: a. Enable (Organization Level) b. Email Notifications c. Rich Link Previews: Show rich content in the feed d. Co-worker invitations: invite coworkers without Salesforce.com licenses to Chatter e. Customer invitations: invite customers to groups they own or manage, can be outside corporate e-mail domains; can only see information posted to the group 3. Can enable objects and fields for feed tracking, to enable users to see 4. Chatter app is added to the force.com app menu, as well as a tab in all standard apps 5. Following objects are chatter enabled a. Account b. Case c. Chatter Group d. Contact Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 10 of 34

e. Lead f. Opportunity g. User 6. Chatter Messenger – chat securely with people you follow in Chatter without usng an external clients. Can be disabled by the Admin in Chatter settings 7. Every user can create groups: 2 types: private or public. Each group only has one owner and several managers. Ability to see the last date of activity within the group. 8. Only Individual users can update their own profiles.

1.3 Setting Up and Managing Users 1.3.1 The Big Picture 1. This module, “Setting Up and Managing Users,” will cover User Records and User Profiles

1.3.2 User Profile 1. A collection of settings and permissions that determines what users can see in the user interface and what they can do. 2. Settings: what users can see a. What kind of apps they can see b. What tabs they see c. What permissions they are granted d. What fields they can view e. Which of the fields they view can they edit f. Which record type and page layout they can see 3. Permissions: defines what a user can do for any given record for a certain object type a. Create b. Read c. Edit d. Delete 4. All Salesforce Editions have standard profiles: these cannot be edited or deleted They can be cloned. a. System Administrator: View and modify all data, customize application b. Standard user: view, edit and delete records they can access c. Solution Manager: Same as Standard User plus manage published solutions d. Marketing User: Same as Standard User plus import leads e. Contract Manager: Same as Standard user + manage contracts f. Read Only – only view records they can access 5. Standard Chatter Profiles: a. Are available based on Chatter Free or Chatter External User Licenses b. Allows users to log in to Chatter only

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c. Chatter Free User: Access all standard Chatter people, profiles, groups and files. Can make posts, leave comments, and upload and view files and join groups. Cannot access any Salesforce object details d. Chatter Moderator User: Same as Chatter Free User plus activate/deactivate other Chatter Free users/moderators, grant/revoke moderator priveleges and delete posts and comments they can see e. Chatter External User: Access groups they’ve been invited to and nteract with members of those groups 6. Creating Custom Profiles a. Available in Enterprise, Developer, and Unlimited Edition b. Created by System Admnistrators by copying and then modifying an existing profile c. Accessed: User Menu|Setup|Manage Users|Profiles d. No relationship between original and copied profiles: changes to one don’t propogate to the other. e. Enhanced User Interface, not available out of the box, must be enabled via UI settings (User Menu|Setup|Customize|User Interface). f. Profile detail page allows configuration of settings and permissions. g. Tab Settings for a Profile provide the default view of a tab for any user with that profile. i. Tab Hidden: Tab not available for the user. ii. Default Off: Hiding a tab by default, but any user can choose to display it. iii. Default On: Showing a tab by default, but any user can choose to hide it.

1.3.3 Manage Users 1.3.3.1

User Record definitions and options 1. A user is someone with login access to your Salesforce organization, who has a license and a user record containing personal, security, and locale information. 2. Users are managed from the following menu: User Menu|Setup|Manage Users|Users 3. Option: Generate new password and notify user immediately. Sends a reset password link to the user allowing them to use it once within a 24 hour period before it expires.

1.3.3.2

Chatter User definitions and options 1. Chatter Free License: users with this license can access people, profiles, groups and files and make posts, view comments, upload and view files and join groups. Chatter Free users do NOT have access to Salesforce data (accounts, opportunities, contacts, etc.) 2. Chatter External License: Allows people outside the company, such as customers, into private groups in the Chatter community. Chatter External users can see the groups they belong to and the profiles of group members, and share files. Chatter External users can only belong to private groups. They cannot post, see Salesforce data, follow or be followed. 3. User Record has a license type which must have one of the following values: Salesforce, Chatter Free or Chatter External.

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4. Chatter setting: Allow Co-worker invitations allows co-workers to be invited and if they accept, automatically create user records with a Chatter Free license. 5. Chatter setting: Allow Customer invitations allows customers to be invited and if they accept, automatically create user records with a Chatter External license. 1.3.3.3 1. 2. 3. 4.

Troubleshooting Login Issues View a user’s login history: User Menu|Setup|Manage Users|Users|Name of User Users can reset passwords themselves by clicking the “Forgot Your Password” on the login page. Passwords can be reset manually by clicking on the “Reset Password” button in the user list. Passwords can be locked if password policy rules are violated. Password Policy rules can be set at User Menu|Setup|Security Controls|Password Policies

1.4 Security and Data Access 1.4.1 The Big Picture: 1. Security in Salesforce is in terms of the following Hierarchy: a. The Organization i. The Object 1. The Record a. The Field 2. Access to the Organization is through a user id, and there is a 1-1 relationship for an Organization and user. 3. Access to the Organization is restricted by hours and ip address per profile. 4. IP Address Restrictions: a. When logging a user in, Salesforce activates an unrecognized computer by placing a cookie on the user’s machine, recording its IP address, and then sending an e-mail to the user with a verification code. b. To avoid activating each time, a trusted range of IP’s can be updated in SalesForce. Any computer with an IP in that range will not need to be activated. 5. Login Hours: a. Login Hours can be set by Profile. Available in Enterprise, Unlimited and Developer additions of Salesforce.com b. User Menu|Setup|Manage Users|Profiles|Profile Name

1.4.2 Object Access: 1. Object permissions determine the kinds of records users can view, create, edit or delete. 2. Enhanced profile list views make it easier to work with multiple profiles at the same time. Allows for the mass update of profiles, up to 200 profiles in a single view. Allows user to view and compare settings and permissions for multiple profiles. 3. Permission Sets to Grant Additional Permissions to specific users. Up to 1000 permission sets can be created, multiple can be assigned to a user. Applicable to the following objects: Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 13 of 34

4. 5. 6. 7.

a. App b. Tab c. User d. Object e. Field f. Service Provider g. Apex Class h. Visual Force Permission Set Access: User Menu|Setup|Manage Users|Permission Sets Permission sets only grant additional permissions, not deny them. Profile + Permission Set 1 + Permission Set 2 = User Access Login as an End-User: User can grant admin capability to login and view their data for troubleshooting purposes.

1.4.3 Record Access: 1. Record access determines which individual records users can view and edit in each object they have access to on their profile. 2. Data Access Model is a description of a company’s data access requirements, used as a starting point when determining which records users will need access to. a. Public Model: Users can read and edit any record given in their profile permissions. This is the default model in Salesforce. b. Private Model: Users can only access records they own. Users cannot view records owned by other users in reports and search results. c. Hybrid: This model is a combination of public and private access. Users can access records that they own, but only as required for their job function access records owned by other users. 3. Regardless of the data access model, Record owners have special privileges of records they own. They can always, view, edit, delete and transfer ownership, provided they have the correct profile permission. Owners of Contacts, Cases and Opportunities can view the associated Account record, even if owned by someone else. Case owners can also view Contacts associated to their cases. 4. Organization-wide sharing defaults determine the baseline level of access users have to they do NOT own, and are used to restrict access to data by object. The default values are: a. Private: Access is only given to record owners. b. Public Read Only: All users can view, search and report on records. Only record owners can edit. c. Public Read/Write: All users can view, edit, search and report on records, and add related records. d. Public Read/Write/Transfer: Users can view, search, edit and report on records and add related records. Users can change ownership or delete records. This access type is only available for lead and case records.

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5. Role Hierarchy allows users to have the same level of access to records owned by or shared with users below them. Users in the same role or level cannot access each other’s records. 6. By object, role hierarchy allows for defining access to associated Account records (i.e. Contacts, Opportunities, Cases) through roles. These settings can override the organization defaults. For example, if cases are set to private, Account owners won’t see an Account’s cases owned by other users. By setting the Account Cases (for a Role) to have view access, it will allow those Account owners with that type of Role to see their Account’s cases. 3 Types of access: a. No access b. View only c. View and Edit 7. Sharing Rules grant additional record access to defined groups of users on an object-byobject basis. a. User Menu|Setup|Security Controls|Sharing Settings b. Sharing Rules define Which records, with which users and what level of access c. Which Records? i. Owned by certain users ii. Meeting certain criteria d. With Which Users? i. Public Groups ii. Roles iii. Roles and Subordinates e. What level of Access? i. Read-only ii. Read/write 8. 7 types of Sharing Rules a. Account Sharing Rule i. Based on who owns the account, or on selected criteria ii. Allows you to set default sharing access for accounts and their associated cases, contacts, contracts, and opportunities b. Contact Sharing Rule i. Is based on who owns the contact (must be associated with an account), or on selected criteria ii. Allows you to set default sharing access for individual contacts and their accounts iii. Cannot use with Territory Management and B2I (Person Account) enabled orgs c. Opportunity Sharing Rule i. Is available in Enterprise Edition and Unlimited Edition ii. Is based on who owns the opportunity or on selected criteria. iii. Allows you to set default sharing access for individual opportunities and their accounts d. Case Sharing Rule Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 15 of 34

i. Is available in Enterprise and Unlimited Edition ii. Is based on who owns the case or on selected criteria iii. Allows you to set default sharing access for individual cases and associated accounts e. Lead Sharing Rule i. Is available in Enterprise Edition and Unlimited Edition ii. Is based on who owns the lead or on selected criteria iii. Allows you to set default sharing access for individual leads f. Campaign Sharing Rule i. Is available in Enterprise and Unlimited Edition ii. Is based on who owns the campaigns or on selected criteria iii. Allows you to set default sharing access for individual campaigns g. Custom Object Sharing Rule i. Is available in Enterprise and Unlimited Edition ii. Is based on who owns the custom object or on selected criteria iii. Allows you to set default sharing access for individual custom object records 9. Criteria-based sharing rules a. Determine which records to share based on field values in records b. Are ideal for companies with complex sharing requirements c. Can be used for accounts, opportunities, cases, contacts and custom objects d. Text and Text area fields are case sensitive in sharing rules 10. Using Public Groups with Sharing Rules a. A public group is a group of users to which a sharing rule can be applied all at once instead of individually b. A public group can be any combination of: i. Individual users ii. Other public groups iii. Roles and subordinates iv. Roles 11. Using Teams to share data a. Account Teams i. Share roles with sales teams ii. Are used for collaborative account management iii. Are used for sharing and reporting purposes b. Opportunity Teams (Sales Teams) i. Support collaborative selling and transparent reporting ii. Can be added by opportunity owners, their managers in the role hierarchy and administrators iii. Allow opportunity owners to grant access to each team member they select iv. Allow users to select a default team for each opportunity they own Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 16 of 34

v. Sharing is informational, not for dividing revenue of an opportunity between sales members c. Process of setting up teams i. Enable Teams, select page layouts for team related lists ii. Update team roles: Add, remove, rename, re-order. Same team role list is used in both Account and Sales Teams iii. Create Default Teams: Admin or user created, can auto-add to new records, can update existing records 12. Manual Sharing a. Is used to grant access on a one-off basis b. Can be granted by the owner, any role above the owner, or the administrator 13. Personal Calendars a. Every user has a personal calendar b. The administrator sets the organization-wide level of access to personal calendars in Security Controls 14. Public Calendars a. Administrators and users with “Customize Application” permission can create public calendars. b. Public calendars can be shared with public groups, roles and users. c. These specified users can choose to view the public calendar from any Calendar view. 15. How to use Organization-Wide Defaults, Role Hierarchy and Sharing Models a. Use OWD to set base level of Access b. Use Role Hierarchy to open up access vertically (between different roles or groups within an organization) c. Use Sharing rules to open up access laterally (between equivalent roles or groups within an organization that aren’t accomplished through role hierarchy) d. Use manual sharing to open up custom, flexible access.

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16. Field Level Security a. Defines user ability to view and edit fields in Salesforce b. Helps enforce data security c. Helps ensure that users only view relevant data d. Using field-level security to hide a field from a user also hides the field from list views, search results and reports. e. The most restrictive security settings always apply. For example, users with edit access to a field will not be able to edit it if they don’t also have edit access to the object. f. Access field-level security settings through the field or the profile.

1.5 Customization: Fields 1.5.1 Standard Fields 1.5.1.1

Definition of Standard Fields 1. Predefined in Salesforce 2. Cannot be deleted 3. Can be removed from a page layout 4. Can have limited customizations

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1.5.1.2

Customization of Standard Fields 1. Change the field label 2. Add help text 3. Add and edit values in picklists

1.5.2 Custom Fields 1.5.2.1

Definition of Custom Fields 1. Capture information unique to a company’s business processes 2. Can be created on any standard or custom object 3. Up 25 long text area custom fields per object in Group, Professional, Enterprise and Unlimited 4. Can set the default value 5. Can be deleted – data will be lost if this is done.

1.5.2.2

Data Loss in custom fields 1. Can occur when changing the data type of a custom field a. List views, assignment and escalation rules are also deleted 2. Deleting a custom field a. All data deleted b. Can be un-deleted for up to 15 days after deletion. c. Count towards a company’s total count of custom fields

1.5.2.3

Creating Custom Fields Using 4 Step Wizard 1. Choose data type, depends on the data requirement 2. Enter details of the custom field (create db field name) 3. Specify field-level permissions to profiles 4. Select the page layouts where the custom fields should appear.

1.5.3 Create Picklists 1.5.3.1

Definition of Picklists 1. Select values from a pre-defined list 2. Speeds up data entry 3. Maintain data quality by allowing only permissible values 4. Facilitate searching, reporting and filtering

1.5.3.2

Dependent Picklists 1. Work in conjunction with controlling picklists 2. Make data more accurate and consistent 3. Are indicated by an icon when viewing a record detail page in edit mode 4. Multi-level dependencies

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1.5.4 Create Lookups 1.5.4.1

1.5.4.2

1.5.4.3

Definition 1. Lookup fields link two different objects. The field resides on a child object “looks up” to a parent object. Lookup Filters 1. Limit the records available in a lookup field 2. Can reference a. Other fields on the same record b. Fields on the records of the target object c. Fields on records directly related to the target object d. Fields on the user’s record, profile and role 3. Can be required or Optional Dependent Lookups 1. Limit the records available for selection in a field based upon another field on the same object. 2. Example: On a Case, limit the Contacts that can be selected to be limited to be the Case’s Account’s Contacts.

1.5.5 Custom Formula Fields 1.5.5.1

Definition 1. Can be used to build business-specific calculations. 2. Are read-only 3. Are not visible on edit pages. 4. Are supported on standard and custom objects. 5. Can reference standard, custom or other formula fields. 6. Cannot reference currency codes, descriptions and multi-select picklists. 7. Can be defined using either the simple or advanced formula tab.

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1.5.5.2

Cross-Object Formula Fields 1. Can formula fields to reference fields from parent objects, up to 10 parent levels.

1.5.6 Page Layouts 1.5.6.1

Definition 1. Controls the display of detail and edit pages 2. Controls page section customizations 3. Allows you to set field properties 4. Can be unique for a specific business scenario 5. Can be assigned to a specific profile

1.5.6.2 Customize Page Layouts based on Record Types 1. Use a record type to define different sets of picklist values for standard and custom picklists 2. Use a record type to implement custom business processes by associating them to specific page layouts. 1.5.6.3 1. 2. 3. 4.

Create a Business Process Update master picklist Create business process Create record types and associate them with business processes. Add record types to profiles.

1.5.7 Maintain Data Quality 1.5.7.1

History Tracking to Maintain Data Quality a. For each field, History Tracking logs: User making the change, date and time of change, old and new values

1.5.7.2

Standard Data Validation Rules 1. Set field simple field properties to ensure valid data entry a. Required field – universally required on save, auto-added to all page layouts, cannot be hidden, editable on all profiles, not for picklists, text area b. Unique field – Stops duplicate values on save, existing duplicates cause error, e-mail, number, text fields only, text fields can be treated as case sensitive

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1.5.7.3

Custom Data Validation Rules 1. Enforce more complex conditions, involving one or more fields specific to a business process 2. Contains 2 components: a. Formula or expression for data evaluation b. Error Message

1.5.7.4

Data Validation methodology 1. State the business requirements in detail 2. Break down the business requirements into simpler statements and state the error condition 3. Express the Error Condition 4. Compose an error message

1.5.8 Customizing Activities 1.5.8.1

Tasks and events can be customized just like any other object 1. Custom fields can be created for all activities 2. Tasks and events can have validation rules, record types and page layouts 3. Edit standard picklists or modify activity settings to enable taks and event features such as recurring tasks, group tasks, and more in the Activity node

1.6 Managing Data 1.6.1 The Big Picture: Salesforce.com has several data management capabilities: 1. 2. 3. 4. 5. 6. 7.

Import Records Upload data Mass transfer Data.com Enable Social Accounts and Contacts Backup Data Mass Delete

1.6.2 Import Wizards 1. Background a. Easy, online tools, no programming records required. b. Used to import data into both standard and custom objects c. Admins can import accounts, contacts, leads, solutions or custom objects for the organization. Can import up to 50,000 records at a time. d. All users can import accounts and contacts. Can import up to 500 records at a time. e. Data can be imported from any CSV file f. User can decide if workflows should be invoked upon import Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 22 of 34

2. CSV File a. Values separated by commas b. Appears differently in a text document and spreadsheet

3. Preparing the Import File a. b. c. d. e.

Resolve duplicate records Remove blanks and empty spaces Run spell check Rename column headers to match the field names in Salesforce Apply consistent standards for data formats

4. Additional Import Considerations a. Ensure adherence to data validation rules, otherwise that record will fail on import b. Ensure that universally required fields are not blank c. Ensure that owner field is not left blank. Leads cannot be imported because owner is defaulted to that of user. d. Ensure that currency field is not left blank e. Ensure that all values in any picklist field also exist in Salesforce

5. Matching Fields and Duplicates a. Can choose which field to use to determine if a duplicate record already exists within Salesforce. b. Contact: Salesforce ID, Name, E-mail c. Account: Salesforce ID, Name, Site d. Leads: Salesforce ID, Name e. Solutions: Solution Title, Salesforce ID, External ID f. Custom Objects: Record Name, Salesforce ID, External ID

1.6.3 Account Data 1. Salesforce Id a. Each record in Salesforce has a Salesforce Id. b. Salesforce Id can be obtained from the record URL, from a report with the Id in it, or from export/data loader export file.

2. Data Loader a. A client/desktop application that can be obtained from the AppExchange. b. Uses an API that defines the rules for accessing Salesforce from external applications. c. Requires a security token to log in from an untrusted location. d. Import Wizard vs. Data Loader:

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e. Import Wizard can only import or update.

3. Data Import: Best Practices a. b. c. d. e. f.

Create any necessary fields or picklist values prior to the import. Clean up data prior to import Export any necessary record ID fields. Prepare and upload a test batch before uploading a large file. Do not perform updates to existing records during normal business hours. Turn off workflow rules before running any import, update, or upsert operation.

1.6.4 Data.com Capabilities 1. Description

2. 3. 4. 5.

a. Data.com gives access to millions of contact and company records right within Salesforce, providing an easy way to find new customers and clean data. b. New contacts, leads and accounts can be added to Salesforce. Existing records in Salesforce can be updated using Data.com Clean. Searching for records on Data.com Free Premium or Corporate License allows user to see detailed data.com details for any record searched on. Can get contacts for data.com company’s.

1.6.5 Social Accounts and Contacts 1. Description a. Allows user to link to their personal social accounts (LinkedIn, Facebook, Twitter, etc.)

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1.6.6 Mass Transfer Records 1. Mass Transfer records tool allows objects to be transferred from one user to another. 2. Objects that can be transferred include Accounts, Leads, Service Contracts and Custom Objects. 3. Deactivating an old account: a. Maintains the integrity of historic data. b. Prevents that user from accessing Salesforce. c. Frees up a user license.

1.6.7 Backup Data 1. Can backup data by regularly running a report, or setting up an automate data export (data export service). 2. Data export service available within the application. 3. Sends an e-mail when the zip files (csv files of data, zipped up) are available for download. 4. Zip files are available for 48 hours on Salesforce, then deleted.

1.6.8 Delete Bad Data from the Import 1. Mass Delete tool can be used to clean up an import. 2. Recycle Bin: Holds deleted data for 15 days. Each user has their own recycle bin (“My Recycle Bin) and the Admin has access to all user’s deleted data in “All Recycle bin”.

1.7 Reports and Dashboards 1.7.1 The Big Picture 1. 2. 3. 4. 5. 6.

Run and modify Reports Create new reports with report builder Work with report filters and filter logic Summarize with formulas and visual summaries Printing, exporting and e-mailing reports Building dashboards

1.7.2 Report Basics 1.7.2.1 Reports: Definition 1. Reports are lists or summaries that allow you to aggregate and analyze your data in different ways. 2. Tabular: simple listing of data, like a spreadsheet 3. Summaries: based on certain columns and gouping of records 4. Matrix: Displays reports like pivot tables 1.7.2.2 Reports: Types 1. Standard: Built in, stored in standard folders, can be customized but saved as custom reports as standard reports can’t be changed 2. Custom Reports: can be built from scratch, can be created by customizing and saving standard reports Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 25 of 34

1.7.2.3 Reports: Basic Facts 1. In a report, users only see records and fields that their security settings allow them to see 2. Users with the “Run Reports” permission and access to the specified folder containint the report can run it. An admin can set folder access or create new folders. Folders can be public, private or accessible to selected users. 3. Use Enhanced reports tab to find and create reports and dashboards, all in the same place. 4. Navigate through folders to see reports in a folder. 5. Search allows user to find a folder 6. Sort and customize columns identifying reports: (Name, Folder, Created By, Created Date, etc.) 7. Recently viewed reports are those the user “follows”, recently viewed, or created. 8. User can receive chatter updates by “following” a report. Any changes will be notified to the chatter post. 1.7.2.4 1. 2. 3. 4.

Reports: Options Always available at the top of every report Options depend on the type of data being reported on Make changes in a few clicks, then save as a new report Examples: Time Frame of records in reports, filters including My, All, etc., Status values.

1.7.3 Custom Reports 1.7.3.1 1. 2. 3.

Reports Builder Report Builder has 3 sections: Fields, Filters and Preview Report Builder is drag and drop enabled Accessible to the Admin and any user admin designates

1.7.3.2 1. 2. 3. 4.

Report Builder Upgrade Grants all user access to the report builder, including those in Group and Professional editions Enables scatter charts Allows users to access the old report wizard only Accessibility Mode Needs to be enabled manually for existing organization, already turned on for new organizations 5. Can’t be disabled after it’s turned on

1.7.3.3 Tabular Report Features 1. A simple list of records 2. Used for mailing lists and activity reports 3. Don’t include summaries or subtotals

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1.7.3.4 Summary Report Features 1. Records can be sorted into groups with subtotals 1.7.3.5 Matrix Report Features 1. Summarize data in a grid against horizontal and vertical criteria 2. Provides totals for both rows and columns 3. Group by dates allows user to select grouping time frame (week, month, quarter, year, fiscal quarter, etc.) 1.7.3.6 Report Filters and Filter Logic 1. Add up to 20 additional filters to a report, directly in the Filters pane 2. Link multiple filters using operators like and, or or not to create sophisticated conditions 3. Offset priority conditions using parentheses and nested parentheses 1.7.3.7 Using Literal Date Values in Reports 1. Literal values in custom report filters can be used: a. Yesterday b. Last week c. Today d. This month e. Tomorrow 2. Variables in literal date values can be used for the following values: a. Last n days b. Next n days c. Last n quarters d. Next n quarters e. Last n years f. Next n years 1.7.3.8 1. 2. 3. 4.

Using Custom Summary Formulas Up to 5 custom summary formula per report Cannot reference another summary formula Can reference formula fields in data Only display on summary rows, not detail (record) rows

1.7.3.9 Add Conditional Highlighting to a Report 1. Highlight exceptional values in key fields to make them stand out 2. Need to identify range by it’s low and high break points, and identify a color for each range

1.7.4 Adding a Chart to a Report 1.7.4.1 7 Total Chart Types, Categorized as either Single or Multiple Groupings 1. Single Groupings Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 27 of 34

a. Bar Charts: i. Each bar represents data from a grouping ii. Use horizontal to compare many groups iii. Use vertical to compare fewer groups or when grouping by a date field b. Line Charts: i. Each point represents data from a grouping ii. Use when grouping by a date field iii. Great for displaying changes over time c. Pie/Donut Charts: i. Each wedge represents data from a grouping ii. Size of a wedge is determined by summary field iii. Used to compare shares of the grand total iv. Use a donut chart to display the grand total in the center d. Funnel Charts: i. Each segment represents data from a grouping. The size of segment is determined by the summary field of each grouping ii. Use funnel charts to compare the summarized values of groupings e. Scatter Charts: i. Plot two summary fields against each other ii. Visualize the correlation between values in a group. iii. Enable the report builder upgrade to use scatter charts 2. Multiple Groupings a. Side by Side Bar i. Use this type of chart for multiple groupings, but not for totals, or proportions against a total ii. Each source is represented by a set of bars b. Stacked Bar i. Use this bar graph to display the proportions between values ii. Displays a single bar for each primary value with secondary values shown on the same bar. c. Stacked to 100% Bar i. Use this for proportions between values in each grouping ii. All bars are the same overall length d. Grouped Line i. Each bar represents an ordered set of data ii. Missing values are displayed as gaps. Difficult to display totals in this type of chart.

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a. Print ready in Excel with all of the formatting, groupings and subtotals saved 2. Export a. Can be exported in either csv or xls formats. In export, all formatting, groupings and subtotals are lost. b. Export is used to mass update or move the data in a report c. Need to run the report before exporting (i.e. cannot be exported from the report builder) 3. Schedule and E-mail a. Can schedule a report to be run and e-mailed to a user/users b. Requires: a running user, frequency, start and end dates c. Report will be in HTML format in e-mail, as well as a link to the report in Salesforce d. Run report as a user e. Identify users e-mail to be sent towards.

1.7.6 Dashboards 1.7.6.1 1. 2. 3. 4. 5. 6. 7.

Definition Visual representation of key business information Displays data from custom source reports Is comprised of up to 20 components Can use Visualforce pages to be present data from other sources Can be scheduled to be refreshed and emailed automatically Has a running user to determine what data is visible Provides a high-level view of reports, can take the form of tables, charts, gauges and metrics

1.7.6.2 Dashboard Components 1. Tables a. Display data in column form b. Displays grouping or summary fields of the report c. Can display more than two columns 2. Charts a. Displays data graphically b. Is based on the report data c. Shows the fields that the report is summarized on 3. Guages a. Displays a single data value drawn from the grand total of a report b. Helps show progress towards a goal c. Can be followed to get notification when a breakpoint is reached 4. Metrics a. Displays a single data value drawn from the grand total of a report b. Uses conditional highlighting

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1.7.6.3 Dashboard Component Snapshots 1. A chatter option that needs to be enabled 2. Allows snapshot of the dashboard to be shared with other users or group feeds or to a dashboard feed, over-riding permission settings of who can see restricted data 1.7.6.4 Running User 1. Running user determines what data users can see. Allows users to see summarized data without sharing underlying data with everyone. 1.7.6.5 1. 2. 3.

Dynamic Dashboards Data is displayed based on the security settings of the user viewing it. There is no need to create multiple dashboards for different users. Option: specify authorized users who can change the running user to view as another user.

1.7.6.6 1. 2. 3.

Dashboard Filters Can be used in a standard or dynamic dashboards. Can choose a field to base the filter on. Up to 10 filter options can be set. Each dashboard can have 3 filter options, must be based on date, date and time, currency, picklist, lookup or text fields. Using filters allows users to display different subsets of data on the same dashboard. 4. When scheduling or e-mailing filtered dashboards, or when posting a snapshot, the filter will not be applied and users will see unfiltered data. 5. Filters cannot be added to dashboards that contain visualforce or s-control components.

1.7.6.7 Drilling Down from a Dashboard 1. Use a dashboard as a starting point. 2. Default drilldown is to the source report of a dashboard. 3. Other options in a drilldown setting allow to drill down into a subset of the dashboard’s data, by some grouping. 4. Yet another option is to drill down into the detail record from the dashboard. 5. Alternatively, a URL can be specified for a drilldown, which can direct users to another dashboard or related report. 1.7.6.8 Drag and Drop Dashboard Builder 1. Is an interactive drag and drop interface for creating dashboards. 2. Available to users with the Manage Dashboards permission. 3. Allows users to create a dashboard using the four-step wizard: a. Select and drag a component to be included onto the dashboard canvas. b. Drag the data source, such as a report, onto the component. c. Edit the component and the dashboard properties directly through overlays on top of the dashboard. (Wrench icon or the Gear icon) for dashboard settings amd properties. d. Rob can select a running user to determine data visibility.

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1.7.7 Extending Salesforce Analytics 1. Bucket Fields: Quickly categorize records on a report for grouping and filtering. 2. Cross Filters: Create WITH or WITHOUT filters based on child records. 3. Joined Reports: Combine multiple views of data in a single report.

1.8 Automation 1.8.1 The Big Picture 1. 2. 3. 4.

Email administration and templates Workflow rules and their components Creating workflow rules Automating leads and cases

1.8.2 E-mail Administration 1. Has tools to create organization-wide e-mail address 2. Setup BCC e-mail for compliance reasons 3. Enable email to Salesforce that automatically logs email sent from third-party email accounts as activities on lead and contact records. 4. Stop end users from downloading harmful attachments.

1.8.3 Folders and Folder Security 1. 2. 3. 4.

Folders categorize organization’s data securely Can be created from documents tab, reports tab and the dashboards tab Make content read only or read/write Delegate folder administration by assigning appropriate “Manage” permissions to certain users

1.8.4 Email Templates 1. Maintain brand consistency 2. Save time with several out of the box e-mail templates. 3. Set up for web to lead, web to case, email to case, assignment rules, escalation rules, autoresponse rules or workflow. 4. 4 types: Text, HTML, Custom (without using Letterhead) or Visualforce 5. 3 parts: Letterhead, Body, Footers 6. 4 Easy steps to create an HTML template: a. Choose a template type b. Enter template information (Folder location, name, specify letterhead, choose layout) c. Enter content (return address, text, merge fields) d. Create text-only verion

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1.8.5 Troubleshooting Permissions 1.

Adjust profile settings to enable mass e-mail tool for a profile. Go to System Permissions and check the flag for mass e-mail tool.

1.8.6 Workflow 1.8.6.1 Worfklow Rules 1. Automates worfklows based on an organization’s requirements 2. Triggers workflow actions based on criteria. 3. Evaluation Criteria>Trigger Criteria>Actions>Time Triggers>Actions 1.8.6.2 Evaluation and Trigger Criteria 1. Evaluation criteria are associated to an object and are any of the following: a. Created - When a record of that object type is created b. Created and Every Time It’s Edited – When a record of that object is created or edited c. Created and anytime it’s edited to subsequently meet criteria (as explained in the next point) 2. Criteria: a. Rules based on fields, operators, filter logic and values

1.8.6.3 Actions 1. Workflow Rules can trigger up to 80 actions 2. Actions: Workflow Tasks, Email Alerts, Field Updates and Workflow Outbound Messages 3. Workflow Tasks: a. Can be assigned to a user, role, record owner, record creator, sales team role or account team role b. Are associated with workflow rules for the same type of record c. Can be assigned to multiple users by creating multiple tasks as outcomes of the rule d. Are tracked in activity history and can be reported on 4. Email Alerts: a. Automatically send an email to one or more recipients b. Send a template email to a user, role, record owner, record creator, sales team role or account team role c. Can be sent to any email address populated in a custom or standard field on the record d. Email alerts can’t be created for workflow rules on the activities object 5. Field Updates: a. Automatically change the value of a field b. Can be created for standard or custom objects c. Can be immediate or time-dependent d. Depending on the type of field, can make the value blank or calculate a value based on a formula e. Can retrigger workflow rules Prepared by Ahmed Hassan, Pre-Sales Manager at Tata Consultancy Services. He can be reached at [email protected] or on LinkedIn at: http://www.linkedin.com/in/ahmedhassan Page 32 of 34

6. Workflow Outbound Messages: a. Send specific information to a designated endpoint b. Send the data in the form of an API/SOAP message c. Can be created for standard or custom objects d. Cannot be used to create an audit trail 1.8.6.4 Time Based Workflow Criteria 1. Time triggers are used to trigger a workflow with a delay of hours or days. 2. Upcoming WF Actions are placed in a queue where they can be viewed and if necessary, delete them. 1.8.6.5 When are workflows evaluated? Salesforce’s order of operations are as follows: 1. 2. 3. 4. 5.

Validation rules Assignment rules Auto-response rules Workflow rules Escalation Rules

1.8.7 Automating Leads 1.8.7.1

Web-to-Lead Form 1. Moves data from company’s website into Salesforce 2. Auto-response rules automate responses to the lead 3. Assignment rules automate lead routing 4. Can generate up to 500 leads per day

1.8.8 Automating Cases 1.8.8.1

Web-to-Case Form 1. Moves data from company’s website into Salesforce 2. Auto-response rules automate responses to the person submitting the case 3. Assignment rules automate case routing

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1.8.9 Preparing for Web-to-Lead or Web-to-Case 1. 2. 3. 4. 5. 6.

Create custom fields Create queues Create Email Templates Create Assignment Rules Create Auto-response rules Create Web Form

1.8.10 Create Custom Fields 1. Lead conversion creates Account and Contact and optionally, an Opportunity. Account and Contact likely have custom fields, which will need to also be created on the Lead, and then mapped for conversion. 2. Mapping must be between fields with the same data type, with the following exceptions: Picklist, Text, Auto Number

1.8.11 Create Queues 1. Locations where records await processing by queue members. 2. A queue is identified by a name and e-mail list and a send e-mail to members check-box. 3. Mapping must be between fields with the same data type, with the following exceptions: Picklist, Text, Auto Number

1.8.12 Create Assignment Rules 1. Create assignment rules to assign leads. Only one assignment rule can be in effect at a time. However, a rule can have several criteria.

1.8.13 Create Auto Response Rules 1. Create auto response rules to assign leads. Only one auto response rule can be in effect at a time. However, a rule can have several criteria.

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